south west trains iOS and Android app

Native iOS and Android apps for South West Trains. 124 different screens from evolving wires, it was designed, built and developed in two months.

Mercer Financial

Head of UI Design at Mercer Financial for best part of two years. My role here was to complete the current design cycle responsively ensuring all design needs and code build hit all their deadlines. This involved dealing with multiple code teams across India, Russia and Portugal. Sequentially a second design stream was opened up to build a more modern digital design based around the fantastic google material design ethos. This involved taking the current design build which still hadn’t been finished, rewriting user stories and journeys to accommodate new research and A/B testing results and rebuilding from scratch responsive designs for the entire mercer digital offering worldwide. This also included a new app, ‘MERCERSAVE’ a new financial hub incorporating not just debit and credit card transactions but also pensions, student loans and banking. There were also multi buy outs by Mercer of other financial houses which resulted in their acquired clients websites and responsive devices also needing design solutions. NDA restrictions applied.

Tesco.com, tesco banking, apps and Dashboard Designs

Charged with redesigning and re-aligning the Tesco brand responsively across Tesco.com, Clubcard, Tesco banking, Tesco Boost and Tesco Mobile and also, working within a team as a Digital Typographer on the new Digital Design Language for Tesco worldwide (Digital Styleguides). Main feature here for an early concept for a Tesco Premier Range responsive microsite

Also, early drafts for a more personal tesco dashboard page. Clubcard homepage. Concept pages for splash screens on Tesco Banking and 'Help' pages across mobile and desktop.

farfetch back end dashboard

Working with one other UX designer, we were set the task of establishing new user journeys and de-cluttering the data heavy farfetched back-end user interface into a more manageable dashboard which enables shops/manufacturers to order stock, track deliveries, change sizes, update range, monitor supply and supplier chains, allow and allocate user permissions, search for product worldwide, order details and many other functions. Ui Kits and style guide provided to developers in Porto, Portugal. Stakeholder presentations made every week.

Nike Contour / Running Discoveries

Re-design of current nike app experience styling to make it more engaging by increasing the cut through of screen time whilst reducing visual weight in certain areas to promote readability and increase users speed towards checkout.

Barclays wealth

senior ui designer at Barclays Investment Bank.

Designs for responsive layouts across Desktop/tablet and mobile devices for both Android and IOs.

Employed as lead designer working amongst a team of four UX'ers, 3 UI designers and 4 developers. Our task was to build mobile first responsive design for the about to be launched Barclays Wealth Microsite. Nice place. Great people. Fantastic views from the 23rd floor of the Barclays building in Canary Wharf.

Agile methodology was used throughout the contract.

hsbc call centre agents dashboard

Current approved design for agent interface dashboard being rolled out across the next 12 months.

this concept allowed 18 screens of current information and interaction to be squeezed down into four 'carousels' that surface what you need, when you need it. The bottom half of the interface gives the agent a 'workspace' that moves up and down for which to perform his duties or as a window for extended views to certain information i.e. relevant customer data as and when required.

Because of the radical nature of the redesign I also led the team on a complete redo of digital brand guidelines to support the new design and direction.

hsbc call centre agent screen dashboard

Redesigned from the ground up, the HSBC call agent interface dashboard which currently utilises 48 different screens, each resembling an excel spreadsheet from the 1990's.

HSBC were having a problem with agent retention. They had an inflated dropout rate of 84% after only three months employment. What was decided, was an attempt to engage with the agent on a more personal level.

This would involve typically giving the Agent choices in what they saw and how they interacted with their own dashboard on a day to day basis. It made their time with the bank more personal, instead of the dead wood design of the previous decades.

We then introduced a points based caller engagement system allowing the Agent to fully engage with the caller and their needs (credit card problems/mortgages/savings etc) based on his or her experience level and/or for accruing points; a mortgage enquiry might be worth 125 points, a credit card problem might be worth 75 points and so on and so forth...

At the end of every month, prizes would be given to the most productive of the group or groups. Instead of working for HSBC, agents would now see themselves working towards say a Depeche Mode gig in Paris at Christmas or a spa weekend with partners or how about a weekend driving supercars etc…

Caller centre managers would oversee all activity to ensure fairness across the group and on chosen calls amongst the agents

So what changed?

Everything. All the above engages call agents, keeping them motivated PLUS it allows the bank to monitor the best performers who can then be asked to move across to say stocks and shares trading or management level, or even a future trainer/manager. It also brings the call centre together. Teams would fight for the most points and the most rewards. It would create a workplace of harmony and interaction and friendly competition instead of silo'ed under performers looking to escape at the earliest convenience.

Luckily HSBC also agreed. £12million for next phase future development.

Agile methodology was used throughout the contract.

associate creative director

@fathomux

lloyds bank support centre responsive design

A commercial banking help centre for lloyds bank customers to ease the stickiness of potential pain points on the customers journey. Each segment whether paying in, accessing your account, transferring money etc will be accompanied by a video animation or/and a text description of how to achieve your particular goal.

By introducing on line help, Lloyds Bank hope to relieve the pressure from their over burdened call centres.

john lewis iPad app

Interim Design Director overseeing the development and hands on design of the first John Lewis Ipad App from wires through to development in an Agile environment.

Working closely with John Lewis' own design department, the look and feel of the app had to be much like what had gone before (mobile and web..) but with ipad useability.

Two teams, one in london and poland were utilised with presentations made on a three times weekly basis to John Lewis stake holders/design team and research groups until all sprints were signed completed and signed off.

Release date early to mid November.

Within three weeks this app had billed on one especially busy day, £5 million pounds worth of retail sales.

hsbc call centre agent screen interim dashboard

The first phase in turning user agents screens into something more palatable than whats currently on offer which resembles and excel spreadsheet from the 90's.

These designs were/are the pre-runners to the future state phase; a more immediate design and interactive solution based on current coding capabilities within HSBC.

Trading 212 Dashboard

Provisional design for trading platform dashboard @ trading 212. An open brief utilising unsigned off content as a proof of concept for stakeholder and user approval.

National Lottery / Camelot

One of two product designers brought into work on multiple App and web mobile journeys across the Camelot family primarily to revamp the current style which is a little lacking... The first four pages are the new styling that will be rolled out across all mobile experiences (also native iOS and Android) within 12 months. Pages 5-6 are the current style. Designs also

Running along side the mobile revamp, I also kicked off and led a new Digital Design Language across the Camelot Digital Arena, implementing changes across every single asset through mobile, iPad, desktop and app. This is ongoing naturally...

Also some early concept re-designs of the current homepage (page 10) into something a little more evocative and engaging...

moo.com responsive design / iOS and Android devices

Position of Head of UI charged with bringing moo.com onto mobile devices for a more responsive experience. Includes redesign from scratch of the entire e-commerce website, tablets, mobile devices (android and IOs) and mooTV.

nissan car owners responsive digital mag

This was a digital response to the removal of the huge hardback book every Nissan Car owner was given at point of purchase saving Nissan thousands of pounds in production costs. Responsive design across all mediums at the time. A particular favourite of mine employing old school typography skills and techniques to the brave new digital world.

tesco digital clubcard iOS native

New idea for viewing digital club card updates at till or home in realtime. So they see general offers, suggestions, use store locator etc also allowing you to scan club card points when they come through the post.

co-op banking iOS app

The future of Co-op banking becomes not so much about banking but more about Co-op for everything. A far more integral addition to your everyday digital life by showing what Co-op interactive might look like if it took on amongst other things, recipe suggestions on food buys, forums for parents and toddlers, a financial reward system based on past purchases, financial investment suggestions on savings and many many others.

interactive investor

A redesign for the ancient looking Interactive Investor, a traders platform that needed to be brought into the now. Strong typography, on trend wordpress style designs and a general more human approach has opened up the site to everyone rather than just those in the trading know.

All designs incorporate 'hand holding' for everyone that isn't a hardened trader. Carefully staged steps with encouragement to 'jump in', is prevalent at every turn, utilising the best design methodology of this nature (subtle messaging finishing on a call to action) for the maximum of returns... (come and invest with us etc).

Responsive Design across web and tablet. App being developed along side for later planned release.

BT wholesale / sapient nitro.

A website that deals with wholesale purchases across the BT network for engineers / IT departments / technicians; a central hub of over 200 pages of tightly packed data type information that must be displayed in an organised way to allow users to find what they're looking for quickly, with minimum fuss.

To achieve this a grid system was utilised with maximum use made of negative white space to allow the densely populated pages to 'breathe' thus reducing the cognitive load for each and every user.